Thang LE DINH Université du Québec à Trois-Rivières Canada

A conceptual framework for service modelling in

a network of service systems

Thanh Thoa PHAM THI Dublin City University, Ireland

IESS 2010

2

Outline

  Introduction

  Information-driven approach

 Conceptual framework

 Conclusion

3

Service   Definition

  “a change in the condition of a person or a good belonging to some economic entity brought about as the result of the activity of some other economic entity ”.

[ Chesbrough, H. and Spohrer, J, 2006]

4

Service systems   Definition:

  “value-coproduction configuration of people, technology, other internal and external service systems, and shared information”.

[ Spohrer et al, 2007]

5

Network of service systems   Value creation network   Definition:

  “an organizational network that is defined as a group of several autonomous organizations that work together to achieve not only their own goals but also a collective goal ”.

6

Network of service systems   Organizational network

  A hierarchy   each part is exactly defined in order to

perform a specific function.

  A market   an agent can provide products and services

to other agents.

  A network   its members work together by

communication, based on trust.

[Powell, W, 1990]

7

Outline

  Introduction

  Information-driven approach

 Conceptual framework

 Conclusion

8

Modelling services in a network

Process-oriented system-oriented

Information driven

9

Information-driven approach   Our approach

  Fundamental characteristics: Services are Information-driven

focuses on the creation, the management and the sharing of information at the informational level conforming to the network configuration

10

Information-driven approach (cont.)   A network of service systems

11

Outline

  Introduction

  Information-driven approach

 Conceptual framework

 Conclusion

12

Conceptual framework   Network of service systems level

  Service specification: depicts what are networks of service systems and the value co-producing between internal and external service systems.

  Service system level   Service creation: describes what are service systems and

the roles of people, technology, and shared information

  Service level   Service operation: presents what are provided to

customers and how they are provided.

13

Network of service systems level

  Service specification   Business entities,

roles   Service profiles:

dependent & independent, deliverables, agreement

  Network configuration, governance form

  Shared information

14

Service systems level

  Service creation   Shared information   Process   Technical

implementation   Resource

15

Service level

  Service operation   Static aspect:

classes, attributes, keys

  Dynamic aspect: processes, dynamic states, methods

  Rule aspect: rules, scopes, risks

16

Example: A travel and tourism network

  Network of service systems level   Network of co-service providers (Travel agency, Airline,

Hotels, Tour agency) and clients

Hierarchy

Market

Overlap situation

17

Example: A travel and tourism network

  Network of service systems level (cont.) Overlap situation Travel

agency Client Governance

Classes: Travel packages Owner Referrer Hierarchy Classes: Booked travel

packages Processes: Choose and book;

Cancel booking

Custodian Requester Market

Classes: Client information Processes: Choose and book

Custodian Requester Market

Classes: Payment information Processes: Pay

Custodian Requester Market

18

Example: A travel and tourism network   Service system level

Process Technical implementation

Resources

Choose and book a travel package

By Internet Web site

“ By phone call Travel agent, phone, computer

“ In person Travel agent, computer Pay By Internet Web site

“ In person Travel agent Issue receipt By Internet Web site

“ In person Travel agent, computer, printer

Cancel booking By Internet Web site “ In person Travel agent, computer “ By phone call Travel agent, phone, computer

19

Example: A travel and tourism network   Service level

  Static aspect: the unit of shared information

20

Example: A travel and tourism network   Service level

  Dynamic aspect: the life cycle of a service

21

Outline

  Introduction

  Information-driven approach

 Conceptual framework

 Conclusion

22

Conclusion   Conceptual framework

  Network of service systems level (Service specification): Entities, Roles, Governance, Services

  Service system level (Service creation): Shared information, Technical implementations, Resource

  Service level (Service operation): Static, Dynamic and Rule aspects

  Contributions   A foundation for a thorough understanding of Services,

Service systems and Networks of service systems based on network configuration and shared information.

23

Future works

  Implementation of the conceptual framework   Networked service management system (NSMS):

  Implementation of the framework in the service- oriented architecture (SOA).

  Experiencing the NSMS with SME services

  Integrating the framework with specific categories of services   Customized services as projects

  Applying the PMI framework for Quality, Performance and Risk management

24

Thank you for your attention !

Questions ?

25

Introduction  Three sectors of the economy

  Primary sector: mining, agriculture and fishing

  Secondary sector: manufacturing

  Third sector (tertiary sector, service sector or service industry): services

 Actual situation   Service sector has dominated the global economy.

  It consists of 75 percent of the gross domestic product (GDP) of developed countries and employs more employees than other sectors

26

Service sector  Service sector

  Insurance, government, tourism, banking, retail, education, and social services.

 Employment of service sector   Using time to deploy knowledge assets, collaboration assets,

and process-engagement

to create productivity, performance improvement and sustainability.

[Wikipedia.org]

27

Service science   A new science of service systems ?

 applying scientific understanding, engineering discipline, and management practices to understanding and working with services systems

  SSME   Service Science, Management, and Engineering   An interdisciplinary approach introduced by IBM to

describe Services Sciences   Universities and companies have begun to act on the

need for service science or SSME

[Wikipedia.org]

28

Overlap situations

29

Overlap protocol

30

Service level

31

Service systems level

32

Network of service systems level

Network of service systems level